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A big mea culpa to anyone I might have offended on the title of my last article. But the saga continues...and I had another taste of it yesterday at my local bank....

All of the tellers actually had ribbons pinned to their name badges that said, "Can You Rate Me a 10 Today?"
As a customer service strategy, this is flawed in so many ways. And here again is why customer efforts so often crash and burn. Why?
1. Because we attach all of the ills of the corporations' poor conceived policies, procedures and rules on the frontline. And...
2. Because we then put them in a position to beg for a morsel of recognition that then gets tied to their bonus or compensation.
And in this case asking the dreaded and filled with all kinds of innuendo question of...
"Am I a 10?"
What I want to know is if they don't get ranked a "10" what do they have to do? Hit the floor and give their manager 20 push ups?
ENOUGH with the fake customer satisfaction score brigade! Let's get out there and take some real action!

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image of Jeanne Bliss
Jeanne Bliss began her career at Lands’ End where she reported to founder Gary Comer and the company’s executive committee, ensuring that in the formative years of the organization, the company stayed focused on its core principles of customer and employee focus. She was the first leader of the Lands’ End Customer Experience. In addition to Lands’ End, she has served Allstate, Microsoft, Coldwell Banker Corporation and Mazda Corporations as its executive leading customer focus and customer experience. Jeanne has helped achieve 95% retention rates across 50,000 person organizations, harnessing businesses to work across their silos to deliver a united and deliberate experience customers (and employees) want to repeat. Jeanne now runs CustomerBliss (, an international consulting business where she coaches executive leadership teams and customer leadership executives on how to put customer profitability at the center of their business, by getting past lip service; to operationally relevant, operationally executable plans and processes. Her clients include Johnson & Johnson, TD Ameritrade, St. Jude’s Children’s Hospitals, Bombardier Aircraft and many others. Her two best-selling books are Chief Customer Officer: Getting Past Lip Service to Passionate Action and I Love You More than My Dog: Five Decisions that Drive Extreme Customer Loyalty in Good Times and Bad. Her blog is She is Co-founder of the Customer Experience Professionals Association.